Head of Lending Operations

JR United Kingdom; Reading; Remote; GBP 70,000 - 100,000; Full time

Job summary

Join a forward-thinking company as the Head of Lending Operations, where you will leverage your extensive experience in mortgage lending to enhance operational excellence. Lead a dynamic team, drive performance strategies, and ensure compliance while fostering a collaborative workplace culture. At Kensington Mortgages, your leadership will help shape the future of lending services through innovative solutions and exceptional customer focus.

Benefits

Supportive work environment

Focus on professional development

Work-life balance

Inclusive culture

Qualifications

• 10 years’ experience in financial services and mortgage lending.
• Ability to work under pressure to meet targets.
• Experience working in a highly regulated environment.

Responsibilities

• Lead all aspects of mortgage lending; underwriting, completions, and intermediary boarding.
• Develop and execute the lending strategy in line with wider business goals.
• Monitor KPIs, service standards, and team performance.

Skills

Change Management

Planning

Customer Experience

Leadership

Job description

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? We're Hiring: Head of Lending Operations **

? Location: Remote, with travel when required to Maidenhead

? Reports to: Director of Operations

Are you a strategic leader with deep expertise in mortgage lending and underwriting? We're looking for an experience and dynamic Head of Lending Operations to take the reins of our lending team, and drive operational excellence, innovation and outstanding customer service.

? About Us

At Kensington Mortgages, we've been leading the way in providing specialist mortgage solutions for over 25 years.

We're dedicated to offering people a chance to secure a mortgage, especially when high street lenders say no. Our approach is all about understanding the unique circumstances of our customers - It is what we call the `Kensington Difference.

As a wholly owned subsidiary of Barclays Bank UK PLC we are proud to operate with the highest standards of service and integrity, fully authorised by the Financial Conduct Authority

? Overall Purpose of Job

As Head of Lending Operations, you'll lead all aspect of mortgage lending; underwriting, completions and intermediary boarding.

You'll play a pivotal roles in guiding a team of circa 100 people across a manual underwriting brand, focusing on:

Delivering a controlled compliant operation

Defining and Raising Performance Standards

Meeting SLA targets

Contributing to a wider business strategy

? Key Accountabilities

• Develop and execute the lending strategy in line with wider business goals. Identify opportunities for growth, process improvements, and operational excellence.
• Lead, inspire, and develop a high performing Lending team. Foster a positive, inclusive, and collaborative culture. Provide clear direction and regular feedback, ensuring staff are empowered, supported, and held accountable.
• Be a confident and effective communicator who builds strong relationships across the business.
• Delegate effectively to develop team capability, balance workloads, and maintain service levels. Promote autonomy and ownership within the team while ensuring oversight and accountability.
• Monitor KPIs, service standards, lending volumes and capacity models to assess team performance and drive improvements. Analyse data to identify trends and inform decision making.
• Review productivity and ensure that performance standards are set and regularly reviewed across the area.
• Reviewing key processes and customer/broker journeys and assuring they are regulatorily compliant, efficient, and scalable; designing new processes as required.
• Work cross functionally with internal teams. Liaising regularly with the Commercial and Credit Risk teams on volume, capacity, and conversion.
• Review and consider opportunities to deploy automated and digital solutions to improve the customer journey.
• Ensure that the credit policy is followed and regularly reviewed to look for opportunities to change and enhance what we have today.
• Establish clear controls across lending operations and develop or maintain audit procedures to monitor the quality of output to ensure adherence to set policy and procedures.
• Ensure that all activities are conducted within budget.
• 10 years’ experience in financial services and mortgage lending
• Customer Experience – Effectively employs customer insight tools and techniques to consistently drive value for customers.
• Experience working in a highly regulated environment.
• Ability to work under pressure to meet targets.
• Change Management and have exposure to working in an environment which is constantly driven to apply improvements. Capable of managing change at all stages, i.e., establishing clear vision, enrolling others to change and executing change.
• Planning and prioritising
• Leading high performing team Skilled at using benchmarks and people management techniques to harness the potential and mobilise the energy of individuals.
• Driving the strategic initiatives by interpreting an agenda into clear action plans and processes.

? Why Join Kensington Mortgages

At Kensington Mortgages, we believe our employees are the heart of our success. We are committed to creating a supportive and flexible work environment that values personal growth, professional development and a healthy work-life balance

Our inclusive culture respects and celebrates diversity in all its forms, ensuring that everyone feels welcome, valued and understood. We recognise and appreciate differences in thinking, learning styles, gender, race, identity, ethnic origins and sexual expression.

We are an inclusive, neurodiversity-friendly employer committed to creating a supportive environment where all employees can thrive

? Ready to make a difference?

If you're passionate about providing an exceptional service and want to join a team that values your contributions we'd love to hear from you!

Apply today and be part of the Kensington Mortgages family and help us to continue making a positive impact in the lives of our customers.

Please note, all offers of employment for this role are subject to a series of background checks, including criminal (DBS), credit and Right to work checks.

To take advantage of ¿digital Right to work¿ checks you must hold a valid passport, alternatively you must be prepared to come into Maidenhead to show ID